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FAQ

When will my order ship?

Orders normally take 1-10 business day to process. This does not include transit time. For more information please contact our customer service department and they will be able to provide more information regarding the status of your order: [email protected]

How can I track my order?

We offer tracking on all shipments. Please note that you will only receive it once your order has processed and shipped from our warehouse. We ask you kindly to allow a maximum of 7 days for your tracking number to be updated after you receive your shipping confirmation via email.

When will the out-of-stock item be available?

In most cases, when an item displayed on our website is no longer available, a message will indicate that the item is “Out-Of-Stock” on the product detail page. Once the item is restocked it will appear available on the website, unfortunately we dot not have any precision on when items become available. We suggest keeping a lookout on our website to see upcoming new styles or replenishment!

Can I modify or cancel my Order After It Has Been Placed?

We start working on your order as soon as we receive it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed so make sure all entered information is accurate before ordering. In the event where your order has shipped, and you’re not totally satisfied, visit our Return Policy to see how we can make you happy again.

I created an account and cannot see my order.

Please note that any order placed prior to creating an account will not appear on your account. Only orders placed after the account has been created will be visible. Should you require any information on an order that is not appearing on your account; please feel free to email us at [email protected]

My order says shipped but I typed by address incorrectly.

Please contact [email protected] immediately within 24 hours of placing the order, we cannot guarantee that we will be able to make the necessary adjustments.

All orders that have been shipped to an incorrect address will be the customer’s responsibility. The customer will have to resubmit a new order.

Matt & Nat will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.

Lost/unknown causes in shipment.

Packages that are either stolen, lost or undelivered are NOT our responsibility. If your package does not arrive within or after the estimated delivery time, then you should contact the courier used to deliver your package to explain the situation and provide them with your tracking number.

Please also be aware that there may be rare occurrences where customs may delay the transit time of some packages.

How do I make a return/ exchange?

Please note, that you have a 30 day time period from when you have received your order to contact us.

Any item returned without an RMA form can risk being misplaced and may cause a delay in refunds or exchanges being issued.

When returning an item to MATT & NAT kindly provide a tracking number for our reference and to speed up the process. For returns/exchanges, customers are responsible for returning the item(s) at their own expense.

How long will it take for me to receive my refund on my credit card?

You will see your refund within 2-5 business days from the processing date. However, depending on your financial institution, it could take up to 10 business days for your funds to be reflected on your statement.

Can I return an item purchased on sale?

Please note that all sale items are FINAL SALE and cannot be returned.

Will I be refunded for any additional fees?

Custom/International fees; the receiver of the package is responsible if any of these fees occur on their credit card statement. Please refer to our Duties & International fee policy under “Shipping and Delivery” for further information.

Matt & Nat is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay any additional customs fees.

Bank institution fees; MATT & NAT does not charge any bank fees (e.g. International bank fees) nor collect any of these fees, any additional fees charged by your bank are to be paid by the customer. If you notice any unusual bank charges, we suggest contacting your credit card company for further information.

Packaging your return item; we do not ask our customers to purchase new components (e.g. new delivery box, or shipping accessories) from their transportation company to ship the item back, as we are not responsible for shipping packaging fees. Please try to use the original shipping box/bag and materials.

Why is my credit card information not being accepted?

It is important that your billing address be entered on your order exactly as it appears on your credit card statement. Please note that we only accept Visa or Mastercard.

How can I find my nearest Matt & Nat Store or Retailer?

What Do I Do If I Received A Damaged Item?

Please contact customer service within 24 hours of receiving the defective item by emailing us at [email protected]

Can I get a price adjustment?

Price adjustments are permitted only when an item has been marked down on our website. The price adjustment must be made within 24 hours of purchase. No price adjustments will made on Black Friday, Cyber Monday and Boxing day. To receive a price adjustment for eligible items, please email us with your order number at [email protected]. Once a price adjustment has been applied the item is final sale and cannot be returned/exchanged.

Please note we do not do price matching.

I Have An Incorrect Item In My Order, What Do I Do?

In the rare scenario that you receive a different product, we want to resolve any issues with incorrect items immediately. Please contact our customer support team at [email protected] with the order number and the incorrect item’s name and number.

My package was returned to the sender, what do I do?

Sorry to hear we missed you. Once your package(s) are received and processed at our warehouse, we will try to contact you to reship the order, if we do not get an answer within the next 24 hours prior to reshipment, a refund will be issued. To avoid having the package returned to sender again, we encourage you to track your order very closely to make sure your availability matches the arrival date.

Is the item I want going on sale soon?

Although we cannot provide information regarding future promotions or sales, you can be the first to find out when a promotion or sale is launched by signing up to our Matt & Nat Newsletter.

What size shoes should I order?

Sizing may vary between style and type of footwear.

Please refer to our size chart:

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